Syncing Dashboard Data...
Connecting to data source
Executive Summary
High-level operational overview
Phone Coverage
Dashboard Score
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Incoming Vol
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Avg Speed Ans
Phone Details
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AR
Incoming
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Outbound
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Speed of Ans
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| Dept | In | Out | Miss | AR | SOA |
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Casework Volume
Dashboard Score
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Daily Avg/Agt
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Unassigned
Casework Details
Total
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SMB
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LE
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Unassigned
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Schedule Adherence
Dashboard Score
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Unplanned
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Approved Leave
Adherence Details
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Unplanned
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Approved
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Pending
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PTO Rate
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Quality Assurance
Dashboard Score
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Pass Rate
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Total Audits
QA Details
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Score
Pass Rate
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Total Audits
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Critical ZTP
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Coaching Rate
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Pending -
Completed -
Audits
Errors
ZTP
CSAT & Feedback
Dashboard Score
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CX Score
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AP Score
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Overall Avg
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Total Surveys Logged
CSAT Details
CX Score
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AP Score
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Surveys
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Timeouts
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Balanced Scorecard
Comprehensive ranking based on rigid performance matrix
Apex Champion
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QUALITY SENTINEL
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RESOLUTION CRUSADER
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FIRST RESPONDER
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CHRONO MASTER
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CUSTOMER WHISPERER
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Overall Standings
| Rank | Agent Name | Department | Total Score | QA (25%) |
Casework (25%) |
Ans Rate (20%) |
Attend (15%) |
Adherence (15%) |
CSAT (±5) |
|---|
Adherence & Time Tracking
Target: 95% | Automatically mapping productive time across 9-Hour shifts
Global Time Distribution
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Adherence
Team Distributions
Agent Adherence Breakdown
| Agent Name | Department | Adherence | Working Days |
Unplanned Leaves |
Planned Leaves |
Adj. Days |
Time Graph Prod / Case / Shrink / Brk |
Target Break | Actual Break | Penalty | Target Lunch | Actual Lunch | Penalty | Shrinkage | Away | Mtg | 1on1 | Train | Missed Call | Productive | Phone (Auto) | Casework | ACW |
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Phone KPI
Detailed Call Handling & Answer Rates
Avg Answer Rate
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Avg Speed of Answer MTD
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Total Incoming
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Total Outbound
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Top Answer Rate
Highest Incoming Vol
Highest Outbound Vol
Agent Call Metrics
| Name | Department | Answer Rate | Avg Speed of Ans | Non-response | Incoming | Outbound |
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Casework KPI
Agent productivity summary parsing strictly closed tickets
Total Closed
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Daily Close Rate (Avg/Agt)
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SMB Closed
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LE Closed
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Segment Breakdown
LE
0
SMB
0
Unassigned
0
Total
0
Team Volumes
LE
SMB
Un
Casework Volume Trend
Agent Casework Rankings
| Agent Name | Department | Total Closed | Daily Close Rate | SMB | LE | Unassigned |
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Quality Assurance Logs
Detailed analysis and specific error breakdowns
Avg Score
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Passing Rate (≥90%)
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Total Audits
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Critical Errors (ZTP)
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Pending Coaching
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Completed Coaching
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(-)
Agent QA Ranking
| Agent Name | Department | Total Audits | Avg Score | Critical (ZTP) | Pending Coach | Completed Coach |
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CSAT & Customer Feedback
Customer Experience (CX) and Agent Performance (AP) metrics
Avg Customer Experience
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Avg Agent Performance
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Total Surveys
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Survey Feedbacks
| Date | Agent Name | Department | Cust Exp | Agt Perf | Customer Feedback |
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Leave Management
Showing all planned and unplanned leaves for the selected time range
Total Logged
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Total PTO Used
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Unplanned
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Pending
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Denied
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Approved
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Month Year
Sun
Mon
Tue
Wed
Thu
Fri
Sat
TL PTO
Approved
Pending
4th+ Approval
Denied/Canceled
Unplanned
Bereavement
Detailed Leave Log
| Date | Agent Name | Department | Status |
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Agent PTO Aggregation
| Agent Name | Pending | Approved | Unplanned | Total PTO Used |
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